Guest Service Team Leader
Etihad Airways
Total years of experience :9 years, 9 Months
• Creating and inspiring a team with an open environment culture
• Setting team goals and directing the team in accomplishing the task on time.
• Monitor team performance during Check-in and flights
• Motivate team members and keep things positive
• Listen to feedbacks and resolve any issue or conflicts.
• Discover training needs
• Recognize high performance and reward accomplishments
• Encourage creativity and organize team building activities.
Flight-handling activities such as flight editing, check-in, transfers, boarding etc, in order to ensure a high service standard.
Acts as point of liaison for 3rd party check-in staff, monitoring third party activities to ensure that services are delivered in accordance with Etihad Airways values and requirements.
Plays an active role during delays and disruption whilst ensuring that our guests are cared for in the most appropriate manner.
Provides meet and greet, escort and queue combing duties as required.
Takes an active role in emergency response and business continuity activations and exercises.
Ensures that opportunities to optimize excess baggage revenues are identified and delivered.
Meets and greets guests, paying special attention to those with special needs.
Other ad hoc duties as detailed by the business as and when required.
Responsible and accountable for identifying safety risks in accordance with risk assessment process, and ensures that adequate risk mitigation steps are appropriately implemented in order to ascertain safety within the workplace.
Liaise with the stakeholders and ensured smooth flow of guests in andd out of the airport.
Setting goals and objectives and prepare checklists in order to guide the team to the assigned job.
•Analyse and set the duties and tasks to be performed to team leaders and ensure efficiency and smoothness of the work flow.
•Provide the team with the information, technology and materials required to perform the job.
•Explain how the duties are to be done in a manner that meets the client’s expectations.
•Help staff members address and resolve problems and directly reporting it to management. This involves duties, Job descriptions, performance standards and relation with co-workers, supervisors and managers.
•Resolve complaints of the client by dealing with the problem effectively, ensuring client’s contentment.
•Direct communication with management providing updates on the ongoing work progress.
•Establishing an effective team by providing a climate of motivation and creating a supportive working relationship.
•Emphasizing continuing development.
2013Relief Farming- New Zealand
•Worked as a relief farmer for farm owners who required assistance
•Set up fences on paddocks and placed checkpoints.
•Promptness in moving livestock to their feeding paddock, maintained steadiness and ensured quality deliverance.
Questionnaires for the public and clients of major businesses who wanted to improve their products in order to provide and sell the best quality.
Our firm wanted companies all over New Zealand to participate in performing questionnaires for its people for quality assurance and delivering the best products to its clients.
Masters of Business Administration at Chifley Business School
Masters Degree in Social Sciences from the University of Waikato, Hamilton, New Zealand